Insights: Tickets by agent by channel Follow

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10 comments

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    Elisa Reggiardo

    Hi, this article is very helpful yet I do not seem to be able to find any extended information regarding "web" as a channel. Is this the so named "Web Form" at Zendesk?

    Where can I find a list of the channels that are being measured by this metric?

    Thanks a lot!

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    Beth Bailey

    Hello,

    I've followed the instructions here but am now having trouble locating the report I've created in my Insights Dashboard. Any pointers?

    Thanks!

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    Stephen Fusco

    Hey Beth, 

    Reports do not automatically get added to a dashboard. The report will get added to your list of Reports which you can access by going to Reports > Insights > GoodData  and selecting the Reports tab. 

    You can create dashboards and add reports to them easily though. You can find instructions for doing so here: Creating Dashboards in Insights

    Thanks for your question! 

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    Gareth

    Hey guys, was hoping someone could help me out please, I need to create a report on a month to month basic showing all tickets logged, what system and what the problem was with it, so, so far ive selected #Tickets for the what, System and Subtype (our terms for system and what the issue was with that system) but for the filter I want to simply produce the last months worth of report, any idea what I choose for the filter? Id like to save this and run it at the end of every month so a generic "end of the month" option would do but obviously only selecting that 1 month, thanks. 

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    Jessie Schutz

    Hey Gareth! We have a couple Insights experts among our Moderators, so I'm going to check with them to see if someone can help with this!

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    Fernando Duarte

    Hey Gareth, simply filter by Month/Year (Ticket Created) is this month

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    Niclas Kårlin

    Here is a list of the channels. 

    Apparently we have 13% by chat, that sounds much, but maybe true?
    Can someone confirm this is were the tickets are created, not counting each comment?

     

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    Julie Piccarreto

    Hello - I am trying to create a report for Agent Activity but need to include the "Views" as one of my categories. We use these views particularly to separate/distinguish the type of tickets we receive. Is there a way to use the views categories as part of a custom report?

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    Gareth

    cheers for the help guys n happy new year!

  • Avatar
    Jessie Schutz

    Hi Julie!

    Views aren't brought over into Insights. Can you tell me more about why you need to report on this information? Offhand, you might be able to do something with a custom ticket field or tag.

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